Job Description
Join GlobalConnect Solutions' elite customer experience team in Kansas City, MO! We're seeking motivated Senior Call Center Agents to deliver premium support to Fortune 500 clients. Enjoy industry-leading compensation, comprehensive benefits, and career advancement opportunities in a modern, tech-enabled environment. Our Kansas City hub offers competitive salaries starting at $65K/year with uncapped performance bonuses.
As a cornerstone of our operations, you'll represent premium brands and drive customer satisfaction through exceptional service. We invest heavily in our team with ongoing training, flexible scheduling, and a supportive culture that values work-life balance.
Responsibilities
- Handle complex inbound/outbound calls for high-value B2B clients with professionalism and precision
- Resolve escalated customer issues using advanced CRM tools and multi-channel support (phone, email, chat)
- Maintain 95%+ customer satisfaction score through empathetic communication and solution-focused approaches
- Meet/exceed performance metrics including average handle time, first-call resolution, and conversion rates
- Document interactions in Salesforce with 100% accuracy for compliance and continuity
- Participate in weekly training sessions to master new products/processes
- Mentor junior agents on best practices and call-handling techniques
Qualifications
- 3+ years of high-volume call center experience with B2B or enterprise clients
- Proven track record of exceeding KPIs in customer satisfaction and resolution metrics
- Advanced proficiency with Salesforce, Zendesk, or similar CRM platforms
- Exceptional conflict resolution skills with ability to de-escalate complex situations
- High school diploma or equivalent; bachelor's degree preferred
- Typing speed of 50+ WPM with accurate data entry skills
- Flexible availability including evenings, weekends, and holidays during peak seasons
- Professional certification in customer service (e.g., CCXP) a plus